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CUSTOMER NEWS

Contact Center Solutions Week in Review: Aspect, Avtext, DeviceBits, Virtual Hold Technology

By: Paula Bernier    6/3/2017

This week in Contact Center Solutions we learned about a new acquisition, omnichannel in retail, the wide-ranging impacts of and inputs to customer ex…

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Influencers Have Taken Over Online Video

By: Paula Bernier    6/2/2017

Influencers are using video to reach and engage with massive online audiences. And smart brands, and media and entertainment companies, should pay att…

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Social Media Essential to Influencer Marketing Success

By: Andrew Bindelglass    6/2/2017

The rise of ad blockers has made deploying a successful influencer marketing campaign more important than ever.

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Choosing the Proper Workforce Management Solution

By: Laura Stotler    6/2/2017

Deploying a workforce management solution in the call center is a no brainer, but the right offering should meet a few important criteria.

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Omnichannel Is About Customer Support, Not Sales Alone

By: Tracey E. Schelmetic    6/2/2017

A recent whitepaper by DeviceBits noted that omnichannel is now widely accepted as the strategy that will drive retail into the future. The problem is…

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Patient Record Breaches Come at a High Cost

By: Tracey E. Schelmetic    6/2/2017

Frontier IT recently highlighted several of the nation's biggest electronic protected healthcare information breaches (and fines) on record. What do t…

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Etech Chosen for Quality Management Solutions

By: Alicia Young    6/1/2017

A large call center operation with multiple locations has just chosen Etech to provide it with quality management and assurance solutions.

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Phillips & Cohen Choose CallMiner Eureka for Increased Quality Monitoring

By: Maurice Nagle    6/1/2017

Today, in a joint announcement, Phillips & Cohen announced an expanded partnership with CallMiner Eureka to improve its agents' level of compassion an…

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Customer Engagement Doesn't Begin and End in the Contact Center

By: Tracey E. Schelmetic    6/1/2017

A good customer engagement program bolstered by an omnichannel solution can help turn your customer relationships into productive two-way conversation…

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Avtex Acquires IAS for Improved CX

By: Alicia Young    5/31/2017

Avtex, a provider of Customer Interaction Management Solutions, announced this week that it has acquired Integrated Access Solutions (IAS), a customer…

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The Power of Video Counseling and its Impact on Compliance Recording

By: ASC Horizons    5/31/2017

Contact centers have been steadily expanding their ability to interact with consumers on multiple channels including email, screen activities, chat an…

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The Key to Managing Virtual Employees

By: Tracey E. Schelmetic    5/31/2017

In the contact center, workforce management is a challenging enough job when all agents are under the same roof. Increasingly, however, managers are h…

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Be One with the Cloud

By: Special Guest    5/30/2017

Every interaction, touch point, and communication can move a customer's stress level. Successful brands create a harmonious connection with customers …

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Call Recording Week in Review: Noble, CardEasy, Avaya & More

By: Maurice Nagle    5/27/2017

Call recording is a necessary tool in the arsenal of the modern contact center. Cloud-based or on-premises, call recording solutions enable improved a…

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Technology Makes 'Fast, Good and Affordable' Customer Support Possible

By: Tracey E. Schelmetic    5/26/2017

With yesterday's technology, achieving "fast, good and cheap" customer support might have been about as easy as summoning a unicorn to your garden. Sm…

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Noble Systems Supports PCI Compliance with New Release

By: Maurice Nagle    5/26/2017

Noble Systems Corporation announced the arrival of Noble Secure Payment Assist, a tool that improves customer service and protects customer data. The …

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CardEasy Now Compliant with Avaya Contact Center Solutions

By: Maurice Nagle    5/25/2017

Recently, Syntec, a preeminent managed services provider and network operator in the UK, announced its CardEasy MOTO payment solution is now compliant…

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Are You Recording and Storing Your Customers' Personal Info?

By: Tracey E. Schelmetic    5/25/2017

To avoid recording sensitive customer information that could be breached, some companies have a policy of "stop-start," in which agents stop the recor…

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TCN Bolsters Contact Center with Text Messaging

By: Steve Anderson    5/24/2017

TCN's latest addition to TCN Platform 3.0 offers contact centers a new SMS text messaging option.

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Managing The Contact Center Across All Channels

By: Tracey E. Schelmetic    5/24/2017

Unless the contact center is prepared to meet customers in the omnichannel customer engagement model, it will be a lonely place for customers, and bus…

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Why YouTube Celebrities Should Shift to Custom Mobile Apps

By: Special Guest    5/22/2017

To overcome the ad revenue obstacle, many influencers are now looking for new ways to monetize their content and expand their audience reach. However,…

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Genesys Lands New Contact Center Milestone

By: Steve Anderson    5/22/2017

Gartner takes home a leader slot in the Gartner Magic Quadrant study on contact center infrastructure and systems.

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Customers to Companies: This Interaction May Be Recorded

By: Tracey E. Schelmetic    5/22/2017

Increasingly, frustrated customers are taking steps of their own to improve quality management and customer service by holding organizations' feet to …

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Analytics Help Companies Predict Customer Behavior

By: Tracey E. Schelmetic    5/22/2017

Predictive analytics can be used to pull all the information into a "big picture" that will help companies understand the optimal times to reach out t…

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ENGAGE 2017: A Week of Collaborative Learning

By: Special Guest    5/22/2017

Earlier this month, we held our annual Enghouse Interactive user conference, ENGAGE 2017, in Miami, Florida at the Conrad Hotel and Resort. ENGAGE 201…

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Look for Email and Chat Automation in Multiple Languages

By: Tracey E. Schelmetic    5/22/2017

Email management will need to feature automation solutions for the classification and sorting of incoming emails to the multilingual call center (that…

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Vivonet Deploys Cloud Contact Center Solution

By: Andrew Bindelglass    5/22/2017

Vivonet has deployed PureCloud by Genesys, a cloud based contact center solution.

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Call Recording Week in Review: CallCabinet, BroadSoft, SIP Print & More

By: Maurice Nagle    5/20/2017

"This call may be recorded for quality assurance," is not to extend your wait time to speak with a human. Call recording adds invaluable insight to cu…

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Contact Center Solutions Week in Review: Enghouse Interactive, NexGen Agency, Aspect

By: Alicia Young    5/20/2017

The Contact Center Solutions week in review is a recap of all the top stories making headlines about contact centers this past week.

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Empirix Adds More Functionality to Hammer Test System 6.7

By: Michael Guta    5/19/2017

Version 6.7 of the Empirix Hammer Test System has been upgraded with new functionalities to test, optimize, detect and measure performance issues acro…

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Technology Shoulders the Burden of Call Recording and Monitoring

By: Laura Stotler    5/19/2017

Recording and monitoring 100 percent of call center calls doesn't have to be overwhelming for busy managers. Available technology like CallCabinet's A…

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PR Teams Must Consider AI, Influencers, Millennials

By: Paula Bernier    5/19/2017

Artificial intelligence and machine learning, influencer marketing, and a focus on millennials are three prevalent trends we're seeing today. And they…

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CallCabinet Announces Interoperability with Atmos and BroadWorks

By: Maurice Nagle    5/18/2017

Today, Broadsoft and CallCabinet announced successful interoperability testing on the BroadSoft BroadWorks Release 22.0 and CallCabinet's Atmos 1.0. N…

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Chatbots Versus Summer Interns for Low-Level Work

By: Tracey E. Schelmetic    5/18/2017

It's summer: that special time of year when companies can hire interns and not pay them to do mind-numbingly boring tasks. Interestingly, mind-numbing…

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Workforce Management Solutions Ease Strain on Help Desks

By: Laura Stotler    5/17/2017

Workforce management solutions can help streamline operations for busy help desks while facilitating increased efficiencies and productivity.

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NexGen Agency Provides Contact Center Check-Ups

By: Andrew Bindelglass    5/17/2017

NexGen will begin providing Facebook and call center "check-ups" for contact centers.

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Omnichannel Customer Experience Growing Concern in Contact Centers

By: Steve Anderson    5/17/2017

The biggest new development in contact centers of late, according to a Deloitte study, is the omnichannel customer experience.

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Call Recording's New 10,000 Seat Milestone Emerges

By: Steve Anderson    5/17/2017

SIP Print Group celebrates its 10,000th Allworx SIP Print call recording seat installed, proving its presence in the market.

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Ensure Quality Agent-Customer Interactions with Workforce Management

By: Alicia Young    5/15/2017

How can managers ensure quality agent performance each and every time? This is a lot easier said than done, but there are a few steps managers can tak…

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JMRConnect Helps Companies Amplify Their Visibility

By: Paula Bernier    5/15/2017

The JMRConnect CEI platform recently garnered the Best Marketing Technology award from The Holmes Report at the In2 Summit in Chicago.

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Enghouse Interactive and NEC Canada Announce Contact Center Solution

By: Michael Guta    5/15/2017

Enghouse Interactive and NEC Canada have announced the availability of UNIVERGE BLUE Business Cloud Services Contact Center solution to supply the Can…

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Call Recording Week in Review: Training, Quality Management, Sales & More

By: Maurice Nagle    5/13/2017

Call recording was once simply an add-on to your PBX, but today it is a necessity for your organization. From adhering to regulations like HIPAA to im…

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Contact Center Solutions Week in Review: Aspect, Calabrio, Serenova

By: Paula Bernier    5/13/2017

The cloud, customer engagement, customer satisfaction, expansion, and workforce management were among the key themes in Contact Center Solutions this …

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Attention Sales Managers: Time for Call Recording

By: Steve Anderson    5/12/2017

Sales managers need call recording tools, and there are plenty of good reasons why.

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Musical.Ly Primed for Influencer Marketing

By: Andrew Bindelglass    5/12/2017

The popular music sharing app musical.ly is primed to be used for influencer marketing.

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Using Market Influencers to Increase Retention

By: Andrew Bindelglass    5/11/2017

Marketers can leverage influencer content to make their own content more memorable.

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Serenova and Calabrio Partner for Contact Center Solutions

By: Andrew Bindelglass    5/11/2017

Serenova and Calabrio have announced a partnership to offer enhanced contact centers and workforce optimization.

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Digital Channels are Increasing the Demands on Contact Centers

By: Tracey E. Schelmetic    5/11/2017

If you're hoping digitalization will let you scale back your contact center workforce to a large degree, you're in for disappointment. Running a tight…

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Managing Agents in the Omnichannel Contact Center

By: Laura Stotler    5/11/2017

A proper workforce management solution can go a long way toward ensuring contact center agents are properly handling omnichannel customer interactions…

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Smart Link Expands Avaya Contact Center

By: Andrew Bindelglass    5/10/2017

Smart Link is planning to expand its contact center in Saudi Arabia.

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